Help Desk Specialist (Saudi National Only)📣 Job Ad

About 3M Data

3M DATA is a leading Saudi technology systems integrator dedicated to delivering secure, scalable, and innovative digital infrastructure solutions. The company specializes in networking, cloud services, cybersecurity, and enterprise IT services. 3M DATA supports government, enterprise, financial institutions, and mega-projects across the Kingdom of Saudi Arabia, providing mission-critical technology operations aligned with Vision 2030.

The Help Desk Specialist Role

We are seeking two full-time Help Desk Specialists, referred to as Resident Engineers, to provide essential IT support within our client environments. Based in Riyadh, Saudi Arabia, this role involves acting as the primary support contact for end users. The specialist will deliver proactive end-user support, technical troubleshooting, and operational assistance to ensure the seamless operation of IT systems, applications, hardware, and cloud services. Adherence to ITIL-based processes is a fundamental aspect of this position.

Key Responsibilities

• Respond to user inquiries and resolve basic IT issues, escalating advanced or recurring incidents to appropriate support teams.
• Assist users with daily tasks, onboarding processes, initial training, and access management.
• Monitor cloud platform and system health dashboards, responding to alerts promptly.
• Document and escalate recurring issues to upper support teams for further investigation.
• Install and configure Microsoft Office applications (Word, Excel, Outlook), email accounts, and troubleshoot Outlook-related errors.
• Install, upgrade, and configure Windows operating systems, apply policies, security patches, and standard applications.
• Build and maintain standard OS images for PCs and laptops.
• Install additional approved applications as requested by users.
• Resolve Microsoft Office issues, including configuration, repair, and reinstallation.
• Handle login/authentication failures by adjusting OS settings or repairing configurations.
• Fix browsing issues and restore browser settings and plugins.
• Perform antivirus definition updates, repairs, and basic malware removal.
• Deploy and configure new PCs, laptops, thin clients, and docking stations; support IT asset relocations.
• Conduct device checks and recommend replacements when necessary.
• Install and configure printers, scanners, and drivers; replace printer ink.
• Diagnose and resolve basic hardware faults and peripheral issues.
• Conduct workplace surveys covering assets, applications, and user environments.
• Follow ITIL policies and procedures for incident, request, and change management.
• Prepare reports on support calls, tickets, and recurring problems.
• Provide VIP support to senior executives.
• Troubleshoot basic network, connectivity, and server access issues.
• Install and configure operating systems and day-to-day software packages.
• Perform data backup and disaster recovery support.
• Maintain complete hardware and software inventory documentation.
• Replace faulty components and escalate advanced hardware issues when required.
• Support printers, peripherals, and related devices.
• Participate in technical tasks and support activities for ongoing IT projects.

Required Qualifications and Skills

• 0-1 years of experience in an IT support or help desk role.
• Strong problem-solving abilities to effectively diagnose and resolve technical issues.
• Excellent communication skills for clear and effective interaction with end users and team members.
• Demonstrated understanding and adherence to ITIL-based processes.

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The role requires working within client environments, providing direct on-site support to ensure operational continuity and efficiency.

Application Information

Candidates who meet the specified qualifications and are prepared to contribute to a dynamic technology environment are encouraged to apply.